Front Desk Agent

MCR Hotels•Tempe, AZ

About The Position

The Front Desk Agent’s core mission is to ensure guests have a friendly arrival and departure experience and that their needs and requests are addressed in a timely, efficient, and hospitable manner. The role includes welcoming guests, using their names when possible, handling challenging situations with hospitality and urgency, maintaining knowledge of hotel features and amenities, supporting hotel groups and events, and answering incoming calls with the approved friendly greeting. Front Desk Agents check guests in and out efficiently, contact guests after check-in to confirm their room is satisfactory and determine whether anything else is needed, maintain an up-to-date understanding of room rates and promotions, and receive and record incoming mail as required by the daily shift checklist. Team members are also expected to maintain clean, organized, and safe workspaces; complete operational checklists accurately and on time; prepare accurate shift handover reports; wear an approved, clean uniform and nametag; and collaborate professionally with colleagues. The role may require pitching in to clean guest rooms and public spaces as needed. Employees must follow established procedures and schedules, arrive and clock in on time, observe designated break times, and provide sufficient notice when calling out. The schedule may vary and include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, operating computers and office equipment, moving throughout the hotel and rooms, and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication.

Requirements

Must be at least 18 years of age.
Must have a positive, can-do attitude and willingness to learn.
Must be able to understand and follow established guidelines and procedures.
Must work well in stressful, high-pressure situations.
Must effectively listen to, understand, clarify, and resolve concerns and issues raised by coworkers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve all guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel needs.
Must be able to read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for extended periods, typically 3–4 hours at a time.
Must be able to type and operate computers and other office machinery or devices, perform 10-key operation and data entry, use a telephone, and manually handle objects, tools, and controls.
Must be able to bend, stoop, crouch, lift and transport supplies up to 25 pounds, and move throughout the hotel and guest rooms.
Must be able to visually inspect details at close range and from a distance.
Must occasionally lift packages or general office equipment.

Nice To Haves

Experience in hospitality, service, a consumer-facing franchise, or a related field is preferred.

Responsibilities

Greet guests warmly upon arrival and throughout their stay, using their names when possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and a sense of urgency.
Maintain knowledge of hotel features, amenities, room rates, promotions, and relevant role-specific technology.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Keep front- and back-of-house workspaces clean, organized, and safe, and help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate and timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Communicate professionally and collaborate with team members to support guests and hotel operations.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and note incoming mail according to the daily shift checklist.
Arrive and clock in on time, clock out at the scheduled shift ending time unless otherwise directed, observe scheduled break clock-ins and clock-outs, and never work off the clock.
Provide sufficient notice to the supervisor when calling out for a scheduled shift.
Perform other job-related duties and follow job-related instructions as assigned.